CarMax

My husband and I purchased a vehicle from the CarMax in Ontario, CA in late November. Within 1 month, on Christmas, the front driver's side tire blew while my husband was driving home from work in the rain. He did not run over anything, the tire was not over or under inflated, there was no reason for it to explode and it created a very dangerous situation for my husband. We reviewed our purchase contract and saw that there is warranty for 90days / 4,000 miles, neither of which we had surpassed. We followed the instructions for the warranty and spoke with a CarMax representative on Monday Dec 27, who confirmed the repair was in warranty and scheduled a repair for us for Thursday Jan 6 at 9am. Today, less than 24 hours in advance, at 1:38pm we received a call from the Ontario CarMax service department stating that they will no longer be covering the cost of the tow and tire replacement, and now claiming that it is not under warranty. I have attached screenshots below that show that tires are listed as in warranty, and have shown the list for possible exclusions-- none of which relate to our incident of the tire randomly blowing for no reason. First and foremost, it is completely ridiculous to claim that it is not covered when it clearly states on our paperwork that it is. Secondly, it's unacceptable to have approved the work, scheduled the appointment, made us wait 10 days without the vehicle and then less than 24 hours beforehand, and just 30m before the tow truck was to arrive, call back and refuse coverage. I had loved CarMax before this and thought they were so much better than regular dealerships. Now I see they are all the same, they do not care, they do not hold up to their own warranties and guarantees, and they go back on their word. Maybe Carvana will be better, whenever we need to purchase our next vehicle....

Carmax was so easy and very friendly. Chris was very informative and made us feel comfortable with so much knowledge and professionalism. When I tell u this man is awesome he is, my autistic son was having a melt down due to being in a public place, chris brought him a coloring book & crayons which made my son happy and calm, this really won me over. Thank you Chris for making our purchase fast and easy , we will recommend Carmax and chris to our family & friends

Had a great experience here, Thanks to Manny. Everything went smoothly, starting with the price of the car as well as monthly payments. Everything is very straight forward. If you dont like dealing with pushy salesmen this a great place to purchase a car. If I'm ever in need of another car I'm coming here.

Be Cautious! Firstly, I would like to say that the staff were friendly and went out of the way to make sure I test drove and was able to have the vehicle I wanted delivered to their lot. There was minor dings and paints chips on the car, but this was nothing that bothered me at the time, was not major. Now here is where the bad comes in. I noticed that every time I washed my car some of the paint on the bumper would flake off and I did not think anything of it. It has now been a year and with my tax returns I took the car in to have the pain touched up on the bumper and mirror. This is where the horror kicks in, they found massive damage on the vehicle, and this was sold to me with a clean title. They found the impact bar was severely damaged on the absorber pad was completely missing. Note, there was no damage on the bumper or anything that made me question that there could have been damage, again, sold to me with a clean title. TLDR: Do not trust the 125-point inspection, make sure to take it to a family machinic as soon as possible, or take a mechanic with you that you trust to look the car over before purchasing. Update: Carmax refuses to pay for the cost of the repair and claims that I did not contact them in a timely manner, or even allow there team to review the damage. Even though I called them the moment I found out and they took a week to get back to me, and I explained that it would not be safe to drive the vehicle with this damage and they told me they understood. They also refuse to let me speak to their legal team and told me their supervisors are extremely busy and they will get back to me when they have time.

First the people that answer the phone are very very rude Second the young man that was moving the cars out of the service department almost hit a woman that was walking by her truck. I ask if she was ok. She was so upset. The young man did not even apologize. If I has gotten her permission I would post the video I have. I was recording the service department because they were so loud and rude to each other and I happened to catch the incident. Very unprofessional

I have not financed a car in over 15+ in fear of the intimadation and hassle, however after many years, i was ready for a reliable newere vehicle... so I went to 2 different car lots and could not find anything that met my criteria. I wanted something that will fit 6 people, drive in the snow and tow stuffbecause we are relocating from California to utah. I went online and applied. Carmax called me to approve my application. My representative was the nicest, most patient women I have ever had. She was not pushy or forceful to buy anything. She was on the phone with me for over an hour, but I had decided to wait. After a week I called her back and ended up buying a vehicle. The process was so simple and hassle free. My representative was more than accommodating and pleasant... I went to my local carmax to pick up my vehicle. The male representative was so nice. He was super chill and easy to talk to. He offered me and my guest some water which FYI the other 2 dealerships did not. The whole process took about a lil over an hour. He presented me with my new vehicle and added a huge bow for presentation, which I absolutely loved.... overall my experience with carmax was easy, pleasant and not intimidating at all. I had avoided shopping for cars for over 15+ years, if I would have know carmax was so awesome, I would have bought a car from them years ago....I love my new Truck Thank you carmax!

Wa tossed around between 3 sales people and it was express pickup and they messed up info so had to reput in the application and took longer then intended. And when I got the car it was not clean window dirty under seats were disgusting. Dose not seem like the car was looked at or cleaned befor i got it. The car did not have push start button as seen in the pictures was told it was going to be ordered but never was so I had to pay for it myself this was a bad experience with Ontario Carmax.

Very efficient and organized! Very friendly and helpful service. We went for an appraisal and car buying. I found the car that I wanted. I had been searching for the vehicle for several months! It was in Colorado. Paid the $249 transportation fee and excitedly waiting for delivery. If it's not exactly what I want, I only lose the transportation fee. No other obligation.

CarMax advertises a 30 minute appointment for those who set up their trade in ahead of time. I submitted absolutely everything needed to complete my sale to CarMax online. The process was rather lengthy, unorganized and definitely not 30 minutes. I arrived on time and was shuffled around every 30-40 minutes for a 2-3 minute interaction and then sent back to the 'waiting room'. It ended up taking more than 2.5 hours to complete my transaction. Not only that, but the 'waiting room' did not have any water or coffee available to clients and was filled so full that there wasn't enough room for everyone to sit. Meanwhile, 75% of the tables in the showroom were empty and we all could have sat comfortably and more than 6 feet apart in the showroom. The process was ridiculous. No one explained what happens next and only one individual apologized for the wait. I will never work with CarMax again. Your word is your bond and you are just as awful as any other dealership. You should stop advertising as anything else.

It was great the process and experience was the best it could have possibly been compared to going to any other dealership. The employee, Ronald who worked with me in my process to buy my 2018 jeep Wrangler was incredible went through everything with me and answered all my questions and would re explain something if I asked, didn't push me for something just provided options and that was it. Overalls it is a terrific experience.